Category: Service Recovery
Operator’s Guide: How to Answer Difficult Questions
Kevin Williams, from KWP, a immersive out-of-home entertainment consultancy, in collaboration with Jeff Chatterton from Checkmate Public Affairs, a specialist in risk and crisis communications, have compiled a simple primer called the […]
Rephrase this common question and get better guest feedback
Yesterday morning I returned a rental car after a quick trip to the IROC conference in Foley, AL. I pulled into the Alamo rental car return at the airport in […]
Optimizing Your Guest Feedback Loop
When it comes to consumer insights in the attractions industry, guest experience data is a hot topic. But how do you know which insights are the right ones, and how do […]
Eliminate “Let me get the manager” in 3 steps
I recently spoke at a conference on the topic of guest experience. During my presentation, I briefly touched on how service recovery can be so effective that guests who complain […]
12 Amazing Things Delta did During an Unusual Travel Experience
To list to the podcast that accompanies this article, click here. After a recent visit to a client to facilitate a Guest Experience Workshop, my trip home on January 21st […]
AP Podcast Episode 57 – An exciting MAILBAG episode about guest recovery and developing young leaders
Is it still a “mailbag” episode if the question comes from Twitter? YES!! This mailbag episode is in response to the following question that come in from Twitter: “Big fan […]
A Gallon of Milk in a Heat Wave
What if a guest left a gallon of milk on your front porch on a 100-degree day? It sounds a little ridiculous, but think about it in the context of […]
AP Podcast – Episode 26: Matt & Josh talk about first jobs, first cars and work-life balance
Matt and Josh cover a lot of ground in this episode! First cars, first jobs, fun industry memories and of course, some queries from YOU! Work/life balance and ride unavailability […]
Responding to Complaints Online: a 4-Step Approach
Josh Liebman Josh Liebman specializes in guest experience within attractions, tourism, and hospitality, including service standards, complaint resolution, and driving guest loyalty. Josh is a serial entrepreneur, podcaster, consultant, and […]